Workforce Management - Scheduling

Summary

This role is strictly involved in business analysis, requirements documentation, and healthcare reference data support activities and does not involve direct access to Protected Health Information (PHI), Personally Identifiable Information (PII), or any secured or confidential client data. The work is limited to analysis of healthcare claims, reference code sets, and system configurations using governed datasets and does not include handling or processing of sensitive health or personal information.

You are responsible for ensuring that the right people are in the right place at the right time by creating, assigning, maintaining, and optimizing schedules that support forecasted demand and operational service goals.

This role supports schedule generation, schedule assignment, break and lunch optimization, offline activity planning, schedule maintenance, and compliance with business rules, labor requirements, and operational constraints. It partners closely with forecasting, RTA, operations, training, quality, and global delivery teams to ensure schedules remain accurate and actionable.

Your role in our mission

Schedule Generation & Assignment

Create, review, or govern schedules based on forecasted volume, staffing requirements, shrinkage assumptions, skill needs, business rules, and operational constraints.

Assign schedules in alignment with shift bids, preferences, contractual obligations, labor rules, and account-specific operating requirements.

Identify schedule gaps, overstaffing, understaffing, and coverage risks before they affect service performance.

Break, Lunch & Offline Activity Optimization

Optimize breaks, lunches, training, coaching, meetings, and other offline activities to protect coverage while supporting employee and operational needs.

Coordinate with operations, training, quality, and leadership to schedule non-phone or non-production activities without compromising service targets.

Adjust schedule plans when business priorities, staffing availability, or operational constraints change.

Schedule Maintenance, Compliance & Quality

Maintain schedules accurately and ensure updates reflect staffing changes, approved time off, availability changes, and business needs.

Apply compliance expectations, company policies, labor requirements, and account-specific rules consistently.

Review schedule quality, staffing alignment, and recurring constraints to recommend improvements to schedule design or planning assumptions.

Partnership, Handoffs & Continuous Improvement

Partner with forecasting, capacity planning, RTA, reporting, operations, training, quality, and global delivery teams to align schedules with both planned and day-of operational realities.

Communicate schedule risks, tradeoffs, and recommendations in a clear and timely manner.

Support continuous improvement by identifying recurring schedule design, offline planning, or compliance gaps.

What we're looking for

Bachelor's degree or equivalent combination of education and experience.

6-8 years of workforce management, contact center, operational planning, reporting, analytics, or related customer experience operations experience.

Demonstrated capability in supporting assigned work accurately, following established processes, and identifying risks early.

Experience supporting workforce scheduling, schedule maintenance, and offline activity planning activities in complex, multi-site, omnichannel, back-office, healthcare, insurance, or BPO service environments.

Strong analytical, critical-thinking, problem-solving, and decision-making skills.

Excellent written and verbal communication skills with the ability to explain workforce insights to operational and non-technical audiences.

Experience working in hybrid U.S./global delivery models or cross-functional operational environments.

Working knowledge of Verint scheduling functionality, Excel, and operational reporting; NICE knowledge may be useful during transition

Good to have the tool exposure: NICE IEX, Verint, CxOne, AWS etc.

What you should expect in this role

Remote role able to support across U.S. time zones and global delivery partnership needs.

Regular collaboration with operations, WFM, training, quality, reporting, technology, and Finance partners as appropriate.

Opportunity to improve service performance, workforce planning discipline, operational credibility, and customer experience outcomes.